Co-creation of Customer Support Playbook with Swapnil Joshi

Session Breakdown:

Session 1: Support Structure and Process Mapping

• Define tiers, escalation paths, and ownership responsibilities.

Session 2: Creating Runbooks for Key Scenarios

• SOPs for critical tickets, outage handling, and communications.

Session 3: Metrics, QA, and Continuous Improvement

• Implementing CSAT, FRT, Resolution time, and QA practices.
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